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ServiceNow ITSM — lets an agent create, update, and resolve IT incidents, search the knowledge base, and check campus service status.
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Baseado na classificação ocupacional SOC
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| name | servicenow |
| description | ServiceNow ITSM — lets an agent create, update, and resolve IT incidents, search the knowledge base, and check campus service status. |
| metadata | {"openclaw":{"requires":{"env":["SERVICENOW_CLIENT_ID","SERVICENOW_CLIENT_SECRET","SERVICENOW_BASE_URL"]}},"primaryEnv":"SERVICENOW_CLIENT_ID"} |
ServiceNow is the leading IT Service Management (ITSM) platform and is broadly deployed at university IT departments. It manages the full incident and service request lifecycle: ticket creation, routing, knowledge base search, and resolution tracking. The IT help desk agent relies on ServiceNow as its primary action layer for responding to campus technology issues.
This skill authenticates using env vars declared in the frontmatter metadata field. Set these in ~/.openclaw/.env (template: .env.example):
SERVICENOW_BASE_URL - institution's ServiceNow instance URL (e.g. https://university.service-now.com)SERVICENOW_CLIENT_ID - OAuth 2.0 client ID from ServiceNow OAuth application registrySERVICENOW_CLIENT_SECRET - OAuth 2.0 client secretPOST /api/now/table/incident — create a new incident recordPATCH /api/now/table/incident/:sys_id — update incident fields (state, priority, assignment group)GET /api/now/table/kb_knowledge?sysparm_query= — search knowledge base articlesGET /api/now/table/incident/:sys_id — retrieve ticket status and work notesPOST /api/now/table/sys_user_notification — send status update notification to usersys_id (UUID) as the primary key for all records; include it in update and resolve calls.itil_admin or equivalent.